Sorry to hear about this experience neighbors! Video connection concerns are often related to wifi, mobile device, or Ring app communication variables. The best first thing to check is your wifi signal strength, or RSSI, which can be found in the Device Health section of your Ring app. Check out our Community post about RSSI for tips on optimizing this signal strength.
Removing and reinstalling the Ring app is a quick way to ensure it is up to date and optimally integrated with your mobile device. On your mobile device, try testing video on wifi only, and then on data only, to see if either connection is more efficient. Please also ensure bluetooth and VPN is disabled.
If this video/ audio streaming concern persists, please give our support team a call at one of the numbers available here. We’re taking additional steps to protect our team and help reduce the spread of COVID-19, so this has resulted in longer than normal wait times. If you are outside of the US, please read our response to COVID-19 here to see how to contact support.
This issue has been going on for years now with no resolve in sight. Amazon has no interest in fixing these issues. I have a brand new ring camera 12 inches from modem and router with a RSSI signal of 36, does the same thing, Intermitent A/V lag and latency.
Yep I thought I was getting the best doorbell so got the doorbell pro wired version along with the chime pro extender, and what a load of crap, never ever getting another ring product again, I should have stayed with next, I wouldn't mind but I'm getting charged a monthly subscription for a crap service they don't give a monkey about their customers
Logic would suggest, once the doorbell is hardwired (Ring Pro & Elite), that all Client-Side issues would be removed from the equation (ie) power and internet connectivity/latency. If your broadband is capabale to support Ring requirements, which Ring states is only 2Mbps down (mine is 998Mbps up/down) , there is absolutely no excuse for the equipment not behaving properly when hardwired.
Power cannot be an issue (because it's hardwired PoE) and WiFi interference cannot be an issue (because it's hardwired PoE). As long as the integrity of the CAT5/6 cable is not compromised (intact, undamaged, not an ecessivly long run, not picking up interference from flourescent lights, etc), and theres nothing configured on your router that would throttle data flow, the only cause of these issues is exclusively rooted on Rings side of the infrastructure.
Specifically, two potential culprits:
(1) The Ring Hardware itself, along with its firmware configuration.
(2) The Server response time on Rings host side.
But with AWS, Amazon Web Service hosting, and Amazon literally owning Ring, theres surely no conceivable way it could be a Server processing bottleneck. I mean, it could be, but seriously AWS is a global leader in their server/hosting offerings, and processing (what in 2020) is a small data package is not in any way challenging for the scope of AWS's capabilities.
So, of the two potential culprits, at the end of the day, with all other factors ruled out, the only logical cause of all this latency is the Ring hardware itself. Period. The end.
@Kaiszen, I'm so happy to see you have detailed what you have done.
I too have been throwing money at this situation. I have upgraded my internet from 100 Mbps to 940 Mbps download. I know upload is most important, and that moved my upload to 10 Mbps to 20 Mbps, to finally 35 Mbps. So I thought that moving it to 35 would solve the problem... NOPE, same exact problem.
I have upgraded my wifi by completely changing my wifi infrastructure, and now I'm using WIFI6 with mesh extenders - still no luck. I have many of my cameras wired for power, and some are very close to the router, yet still no luck.
Seeing your setup, and you having the same problems, I think I may just give up on RING and switch to Ubiquiti or something. I just can't stand the fact that I continue to have choppy video that never seems to stop. I can't rely on this for security.
I have the same problem with a ring pro. The doorbell has its own wifi with its own channel, strong signal and an upload of 5 mbps. The choppy sound is only during daylight and can be eliminated by covering the camera lens. This suggests the bandwidth required for high def colour is too high. If ring are monitoring this, might I suggest modifying the software to allow for lower def video and the option for black and white only as an option.
Hi @Patrickbrynhowel. That's a great suggestion. It could possibly help a lot of people. As we value our neighbors' feedback, we've created a Feature Request board. Feel free to add this and any future feature requests there. This will help us to organize and share your requests with our teams here, as well as allow other neighbors to comment and add interest, all in one place. Feel free to link that post you make in the Feature Request board here so other neighbors that come to this thread can easily find your feature!